Remote Bilingual Customer Service Specialist
We are seeking a dedicated and knowledgeable customer service representative to join our team and provide exceptional customer service and support regarding employee benefits, pension, and payroll inquiries, and other benefit and time off related inquiries. The ideal candidate should possess excellent communication skills, a strong attention to detail, and a solid understanding of benefits administration and payroll processes. This role involves addressing customer queries, resolving concerns, and assisting employees with accurate information to ensure their overall satisfaction.
Responsibilities:
- Customer Support: Serve as the first point of contact for employees' inquiries related to benefits, pension plans, and payroll matters, health insurance, or supplemental insurance plans as needed through inbound calls.
- Issue Resolution: Identify and troubleshoot employees' concerns and issues, providing efficient solutions or escalating complex matters to appropriate internal departments.
- Documentation: Maintain detailed and organized records of all interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
- Education and Guidance: Offer guidance and explanations to employees on benefit enrollment processes, retirement planning, investment options, and any updates to payroll policies.
- Policy Knowledge: Stay updated on company policies, industry regulations, and compliance requirements to provide accurate information and ensure consistent service quality.
Qualifications:
- High school diploma or equivalent is required.
- Proven experience in a customer service or call center role, ideally with a focus on employee benefits, pension plans, or payroll inquiries.
- Strong interpersonal and communication skills, with the ability to explain complex concepts in a clear and understandable manner.
- Familiarity with benefits administration platforms, retirement plans, and payroll systems is highly desirable.
- Exceptional problem-solving skills and the ability to handle challenging situations with empathy and professionalism.
- Detail-oriented with excellent organizational and multitasking abilities.
- Availability to work flexible shifts, based on call center needs.
- Demonstrated commitment to delivering outstanding customer experiences.
- Fluent in French and English.
Pre-Requisites:
- Candidates must have a reliable high-speed internet connection (minimum 50 MBPS download and 20 MBPS upload) with a wired Ethernet/LAN connection directly from the router/modem to the laptop. Use of Wi-Fi is not permitted.
- Applicants should be comfortable to work in any shift between 8 AM and 11 PM EST.
- Be able to clear a background check involving highest education, past employment history, criminal and soft credit check.
Salary: $21/hr
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at [email protected]
We do not use artificial intelligence (AI) to screen, assess, or select applicants for this position. This is a new position.
Pay: $21.00 per hour
Expected hours: 37.5 – 40.0 per week
Benefits:
- Dental care
- Extended health care
- Vision care
Application question(s):
- what is your internet speed?
- do you have a valid photo ID?
Education:
- Secondary School (preferred)
Experience:
- call centre: 1 year (required)
- customer service: 1 year (required)
Language:
Work Location: Remote
